Courtney Ivey
Charlotte
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
CareCentrix
05.2023 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Insurance Advocate
Meduit
02.2023 - 05.2023
- Improved customer satisfaction by promptly addressing insurance inquiries and resolving issues.
- Enhanced client retention through exceptional customer service and consistent follow-up on claims.
- Streamlined the claims process for faster resolution time by implementing efficient organizational systems.
- Collaborated with underwriters to ensure accurate policy coverage and minimize potential risks.
Inbound Call Center Representative
Iqor
08.2022 - 02.2023
- Enhanced customer satisfaction by addressing inquiries and resolving issues in a timely manner.
- Streamlined call center operations by implementing efficient processes and procedures.
- Maintained high-quality service standards for all inbound calls, ensuring prompt and accurate assistance.
- Improved first-call resolution rates by effectively utilizing resources and available tools.
Retention Specialist
GoHealth
11.2020 - 05.2022
- Increased customer retention rates by developing and implementing effective loyalty strategies.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Reduced churn rates by identifying at-risk customers and crafting personalized retention plans.
- Boosted revenue through upselling and cross-selling opportunities during customer interactions.
Program Eligibility Specialist
Conduent
01.2019 - 10.2020
- Addressed potential issues proactively by conducting regular audits of case files and rectifying discrepancies as needed.
- Served as a reliable resource for clients, answering questions and resolving concerns regarding their eligibility status promptly.
- Managed caseloads effectively, balancing workload demands while maintaining timely completion of tasks.
Billing Analyst
Charter Communications, Spectrum
11.2018 - 01.2019
- Improved billing accuracy by conducting thorough audits and identifying discrepancies in invoice data.
- Streamlined billing processes for increased efficiency, implementing automated systems and software upgrades.
- Enhanced customer satisfaction with timely and accurate billing information, resolving disputes promptly and professionally.
- Collaborated with cross-functional teams to ensure proper application of contract terms and conditions during the billing process.
Education
Lincoln Academy High School
Austin, TX04.2014
Skills
- Scheduling
- Account Updating
- Call Management
- Data Collection
- Data Entry
- Insurance verification
- Empathy and compassion
- Call center experience
- Medical billing knowledge
- Patient Intake
- HIPAA Compliance
- Record maintenance
Timeline
Customer Service Representative
CareCentrix
05.2023 - Current
Insurance Advocate
Meduit
02.2023 - 05.2023
Inbound Call Center Representative
Iqor
08.2022 - 02.2023
Retention Specialist
GoHealth
11.2020 - 05.2022
Program Eligibility Specialist
Conduent
01.2019 - 10.2020
Billing Analyst
Charter Communications, Spectrum
11.2018 - 01.2019
Lincoln Academy High School
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